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Support & maintenance terms

Overview

These terms apply to the support provided by Onfleet as part of its Platform Service (Platform).

Onfleet SaaS Support

  • Platform updates, fixes, security alerts, and critical patch updates.
  • General maintenance releases, selected functionality releases, and documentation updates that it provides to other customers for no additional fee.
  • Assistance with service requests.
  • Non-technical customer service.

Support Request Logging

Customer Responsibilities/1st Line Support: establish and maintain the organization and processes to provide “First Line Support” for to its users for:

  • a direct response to users with respect to inquiries concerning the performance, functionality or operation of the Platform;
  • a direct response to users with respect to problems or issues with the Platform.
  • a diagnosis of problems or issues with the Platform, and
  • a resolution of problems or issues with the Platform.

Onfleet Responsibilities/2nd and 3rd Line Support:

  • a diagnosis of problems or issues with the Platform, and
  • reasonable commercial efforts to resolve reported and verifiable errors in the Platform so that it performs in all material respects as described in the Platform’s technical documentation.

Technical Contacts

Customer technical contacts must:

  • have, at a minimum, initial basic product training and, as needed, supplemental training appropriate for specific role or implementation phase, specialized product usage, and migration, and
  • be knowledgeable about the Platform and its Onfleet environment.
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